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UNIT 3
UNDERSTANDING THE CAUSES OF WORKPLACE TENSION
Ex.1 Read the text and do the tasks which follow it.
Understanding the Causes of Workplace Tension
Part 1
Explanatory Notes:
frustrating - разочаровывающий
neat as a pin – в абсолютном порядке, c иголочки
stacks of dusty files – кипы пыльных документов
to rush – бросаться, поторопиться
to dread – бояться, трепетать от страха
to drive smb. сrazy – сводить кого-либо с ума
perception – восприятие, ощущение
to tailor – специально приспособить; разрабатывать
You've just arrived at your office, which you share with a colleague, and it
looks as if it's going to be another frustrating day.
Your side of the office is neat as a pin and incredibly well organized.
You always arrive at work on time and you take care not to talk loudly when you're
on the phone, so that you don't disturb your office mate.
Your colleague, however, is the exact opposite.
Empty cups and stacks of dusty files litter his side of the office. He often
rushes into the office late, and he sometimes puts the radio on while he's working,
which breaks your concentration. You love your work, but dread coming into the
office every day, simply because you don't like sharing your space with your
colleague. He drives you crazy, and you often argue.
If you thought about it, you'd quickly recognize that there's conflict between
you because the two of you have completely different working styles. Once you've
realized this, you'll have a starting point for thinking about how you could work
together more effectively.
All of us experience conflict like this at work. Conflict can be useful, since it
can push conflicting parties to grow and communicate, and it can improve
conflicting ideas. However, this can only happen if we understand why the conflict
is there in the first place. Once we've identified the root of the problem, we can
take the right steps to resolve it.
We'll look at eight common causes of conflict in the workplace, and we'll
explore how you can use them to manage conflict more effectively.
About the Eight Causes
The eight causes are: conflicting resources, conflicting styles, conflicting
perceptions, conflicting goals, conflicting pressures, conflicting roles, different
personal values, unpredictable policies.
You can use this classification to identify possible causes of conflict. Once
you've identified these, you can take steps to prevent conflict happening in the first
place, or you can tailor your conflict resolution strategy to fit the situation.
Let's take a closer look at each of the eight causes of workplace conflict, and
discuss what you can do to avoid and resolve each type.
Explanatory notes:
office supplies – канцелярские принадлежности и расходные материалы
to be at odds – быть в конфликте; расходиться
perspective – взгляд; угол зрения; понимание
empathic – сопереживающий; чуткий
to clash – сталкиваться; натолкнуться
turf wars – борьба за территорию, борьба за власть
to eliminate – устранять
to assign – поручить
unwittingly – непреднамеренно; случайно
to ignite – зажигать, возгораться
1) Conflicting Resources
We all need access to certain resources – whether these are office supplies,
help from colleagues, or even a meeting room – to do our jobs well. When more
than one person or group needs access to a particular resource, conflict can occur.
You can also help team members overcome this cause of conflict by making
sure that they have everything they need to do their jobs well. Teach them how to
prioritize their time and resources, as well as how to negotiate with one another to
prevent this type of conflict.
If people start battling for a resource, sit both parties down to discuss openly
why their needs are at odds. An open discussion about the problem can help each
party see the other's perspective and become more empathic about their needs.
2) Conflicting Styles Everyone works differently, according to his or her individual needs and
personality. For instance, some people love the thrill of getting things done at the
last minute, while others need the structure of strict deadlines to perform.
However, when working styles clash, conflict can often occur.
To prevent and manage this type of conflict in your team, consider people's
working styles and natural group roles when you build your team.
3) Conflicting Perceptions All of us see the world through our own lens, and differences in perceptions
of events can cause conflict, particularly where one person knows something that
the other person doesn't know, but doesn't realize this.
If your team members regularly engage in "turf wars" or gossip, you might
have a problem with conflicting perceptions. Additionally, negative performance
reviews or customer complaints can also result from this type of conflict.
Make an effort to eliminate this conflict by communicating openly with
your team, even when you have to share bad news. The more information you
share with your people, the less likely it is that they will come up with their own
interpretations of events.
Different perceptions are also a common cause of office politics. For
instance, if you assign a project to one person that normally would be someone
else's responsibility, you may unwittingly ignite a power struggle between the
two.
Ex.2 Find in the text the English equivalents to the following word
combinations:
отвлекать
случайно
противоположность
суть проблемы
управлять конфликтом
делить пространство с коллегой
борьба за территорию
жалобы клиента
устранить конфликт
негативный отчет о результатах
деятельности
разжечь борьбу за власть
поручить проект
офисные интриги
Ex. 3 Find synonyms to the following words in the text:
сonflict
insight
sense
for example
to give preference
to solve
to remove
purpose
attempt
battle
Part 2
Explanatory notes:
in-depth –тщательный, всесторонний
to reconcile – улаживать; примирять
to suspect – подозревать
to reschedule - переносить
to relieve the pressure – ослабить давление
in reverse – наоборот
to take over – сменять; принимать на себя
to remedy – ликвидировать, устранять
to perform a task – выполнить задание
to refuse – отказаться
to arise (arose, arisen) – возникать
consistently – последовательно; неуклонно
disparity – неравенство
dissension – разногласие; раздор
to be in place – быть принятым
to strive – стараться; прилагать усилия
4) Conflicting Goals Sometimes we have conflicting goals in our work. For instance, one of our
managers might tell us that speed is the most important goal with customers.
Another manager might say that in-depth, high-quality service is the top priority.
It's sometimes quite difficult to reconcile the two!
Whenever you set goals for your team members, make sure that those goals
don't conflict with other goals set for that person, or set for other people.
And if your own goals are unclear or conflicting, speak with your boss and
negotiate goals that work for everyone.
5) Conflicting Pressures
We often have to depend on our colleagues to get our work done. However,
what happens when you need a report from your colleague by noon, and he's
already preparing a different report for someone else by that same deadline?
Conflicting pressures are similar to conflicting goals; the only difference is
that conflicting pressures usually involve urgent tasks, while conflicting goals
typically involve projects with longer timelines.
If you suspect that people are experiencing conflict because of clashing
short-term objectives, reschedule tasks and deadlines to relieve the pressure.
6) Conflicting Roles Sometimes we have to perform a task that's outside our normal role or
responsibilities. If this causes us to step into someone else's "territory," then
conflict and power struggles can occur. The same can happen in reverse –
sometimes we may feel that a particular task should be completed by someone
else.
Conflicting roles are similar to conflicting perceptions. After all, one team
member may view a task as his or her responsibility or territory. But when
someone else comes in to take over that task, conflict occurs.
If you suspect that team members are experiencing conflict over their roles,
explain why you've assigned tasks or projects to each person. Your explanation
could go a long way toward remedying the pressure.
7) Different Personal Values Imagine that your boss has just asked you to perform a task that conflicts
with your ethical standards. Do you do as your boss asks, or do you refuse? If you
refuse, will you lose your boss's trust, or even your job?
When our work conflicts with our personal values like this, conflict can
quickly arise.
To avoid this in your team, practice ethical leadership: try not to ask your
team to do anything that clashes with their values, or with yours.
There may be times when you're asked to do things that clash with your
personal ethics.
8) Unpredictable Policies
When rules and policies change at work and you don't communicate that
change clearly to your team, confusion and conflict can occur.
In addition, if you fail to apply workplace policies consistently with
members of your team, the disparity in treatment can also become a source of
dissension.
When rules and policies change, make sure that you communicate exactly
what will be done differently and, more importantly, why the policy is changing.
When people understand why the rules are there, they're far more likely to accept
the change.
Once the rules are in place, strive to enforce them fairly and consistently.
Ex.4 Find in the text the English equivalents to the following word
combinations:
первостепенная задача
договориться о целях
срочные задачи
с
более
продолжительными
сроками реализации
столкнуться с конфликтом
выполнить задание
политика на рабочем месте
как только правила приняты
противоречить ценностям
руководство в соответствии с
этическими нормами
неравенство в отношении
устранение давления
источник разногласий
исполнять
в
согласованном
порядке
Ex.5 Match A & B
A
B
perception
to adapt to a particular taste,
purpose, need, etc.
unwittingly
execution or accomplishment of
work, acts, etc.
to tailor
the process by which an organism
detects and interprets information
from the external world by means
of the sensory receptors
performance
a collection of guiding principles
unpredictable
unintentionally
to remedy
to occupy the attention or efforts of
a person or persons
to engage
to restore to the natural or proper
condition
values
the result that one is attempting to
achieve
role
the expected behavior
individual in a society
goal
an argument or disagreement, a
failure to agree
dispute
not to be foreseen or foretold
of
an
Ex.6 Choose the right answer for each question below.
1. You saw a colleague bullying the other colleague. What type of conflict cause is
it?
a. conflicting roles
b. conflicting pressure
c. conflicting styles
d. It's impossible to identify the cause without details.
2. You saw two colleagues having an argument because one of them is late for the
meeting. Identify the type of conflict.
a. conflicting pressure
b. conflicting values
c. conflicting styles
d. conflicting perceptions
3. Choose the right definition of the word "thrill".
a. sudden depression
b. sudden excitement
c. sudden relief
d. sudden reaction
5. Choose the right definition of the word combination "turf wars".
a. struggle for control
b. struggle for territory
c. struggle for power
6. You are sent on a business trip and one of your colleagues is upset because he
also wanted to go. Identify the type of conflicts.
a. different personal values
b. conflicting goals
c. conflicting roles
d. both conflicting roles and conflicting perceptions
e. conflicting perceptions
7. Choose the synonym to the verb "to reconcile".
a. to irritate
b. to adjust
c. to argue
d. to confuse
9. What is the most important thing in resolving business disputes?
a. to find a solution as soon as possible
b. to call the boss or senior manager
c. to recognize a problem
d. to calm down
Ex.7 Answer the following questions.
1)
Have you ever been involved in any conflicts mentioned in the text?
If you have, identify the type of the conflict.
How did you feel?
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2)
What behaviour at work do you find inappropriate or unacceptable?
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